Technical Support Specialist

This is an exciting opportunity to join a fast-growing, globally distributed environment at the forefront of business messaging technology. The role combines technical troubleshooting, customer interaction, and cross-functional collaboration to deliver exceptional support experiences. You will work closely with clients, partners, and internal teams to resolve complex API-related issues and help organizations maximize the value of messaging platforms. The position offers significant exposure to modern communication technologies, web development concepts, and large-scale B2B ecosystems. Ideal for technically minded professionals with strong communication skills, this role provides the chance to deepen expertise while contributing to innovative messaging solutions in a fully remote setting. Accountabilities:

The Technical Support Specialist will serve as a key point of contact for customers and partners, ensuring timely issue resolution and delivering high-quality technical support across multiple channels.

• Provide technical support through tickets, chat, email, and virtual meetings, ensuring excellent customer experiences.
• Troubleshoot and resolve issues related to APIs, integrations, and messaging platform functionalities.
• Collaborate with second-level support teams to identify root causes and implement effective solutions.
• Guide customers and partners through platform features, onboarding processes, and best practices within the business messaging ecosystem.
• Work closely with internal commercial and onboarding teams to ensure smooth customer journeys and successful implementations.
• Communicate with external platform representatives when required to escalate or resolve complex technical issues.
• Maintain accurate documentation of support cases, resolutions, and recurring issues to improve operational efficiency.
• Contribute to process improvements and help identify opportunities to enhance support quality and customer satisfaction.

The ideal candidate combines strong technical knowledge with customer-centric communication skills and a passion for solving complex problems.

• 3 to 4 years of experience in technical support, customer support, or related roles.
• Degree in Computer Science, Information Technology, Engineering, or a related field.
• Strong understanding of web technologies, including HTML, JavaScript, CSS, and APIs.
• Hands-on experience working with REST APIs and Webhooks.
• Solid knowledge of technical fundamentals and experience using helpdesk or ticketing systems.
• Professional proficiency in English (C1 level or above) and fluency in at least one additional language.
• Excellent troubleshooting and analytical problem-solving skills.
• Strong communication and interpersonal abilities, including active listening and customer empathy.
• Proven ability to manage multiple priorities effectively in fast-paced environments while maintaining attention to detail.
• Interest in developing expertise within more advanced technical support environments.

Nice to have:

• Experience with WhatsApp Business API or Meta Graph API.
• Programming knowledge in SQL, JavaScript, Python, React, or similar technologies.
• Familiarity with monitoring and observability tools such as Grafana.
• Previous people management experience.
• Additional language capabilities., * Fully remote, contract-based opportunity with the flexibility to work from anywhere.

• Competitive annual compensation ranging from €20,000 to €30,000, depending on experience and qualifications.
• Opportunity to work within an innovative and rapidly evolving business messaging industry.
• Collaboration with experienced professionals and technology experts in an international environment.
• Continuous learning opportunities and exposure to modern communication technologies.
• Dynamic, entrepreneurial culture with significant autonomy and ownership.
• Supportive environment that encourages professional growth and knowledge sharing.